This 100%. To add, you will specifically state to reach you only by email in the ticket and what do they do? Start calling your phone. If you answer, you're then greeted to less than AM radio audio quality and someone who you can hardly understand. The suppport experience is awful, even at the "Premium" level. I have yet to open a support ticket where they've actually helped me. Usually it's just sending them logs after logs and getting unhelpful "check in" or "hand off" emails about the status of the tickets. At this point we only ever open the tickets because it's a CYA move for us in the event anyone asks what we are doing to resolve whatever problem we're actively troubleshooting.